We are seeking an experienced and detail-oriented Senior Project Administrator.

In this role, you will oversee running monitoring processes, manage agent queues, and ensure adherence to SLAs, SLOs, and KPIs. Tasked with creating and running daily reports, you will communicate case objectives and deadlines while ensuring all agents meet compliance standards. Your expertise will also extend to providing coaching and identifying improvements for optimized case and time management.

Responsibilities

• Maintain oversight of case lifecycle from initiation to resolution
• Ensure cases are routed and delivered effectively based on SLA, priority, and support package
• Analyze cases to optimize handling and bridge knowledge gaps
• Reassign cases between agents to ensure balance and efficiency
• Report incidences and performance issues to Team Leaders or Team Managers
• Monitor multiple agent queues to ensure performance standards are met
• Facilitate documentation processes and create handoff reports for other sites or regions
• Conduct regular meetings with Team Leads and Team Managers to discuss updates and strategize improvements

Requirements

• 3+ years of experience in a role with similar responsibilities
• Demonstrated excellent and consistent quality scores along with stellar performance metrics
• In-depth understanding of performance metrics and target compliance
• Proficiency in Excel and Google Sheets
• Familiarity with ITSM structure; additional knowledge in ITIL is highly advantageous
• Background in utilizing internal procedures and tools effectively
• Advanced level in both spoken and written English
• Flexibility to adapt in a rapidly changing work environment
• Strong organizational and time-management skills
• Outstanding communication and decision-making skills

Nice to have

• Workforce management experience

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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